Frequently Asked Questions

ANSWERS

Learn More About How NH Broadband is Meeting NHEC Members' Needs

NH Broadband is working diligently to make sure all NHEC members have access to world-class high-speed internet service. 

Learn more about our work below.

Through NH Broadband, NHEC is working to identify partners and sources of local, state, and federal funding to provide high-speed internet service to our members. In December 2020, NHEC completed its first fiber to the home networks in Lempster, Colebrook, Clarksville and Stewartstown making high-speed internet available to over 1,000 homes and businesses. In July 2021, we announced that we are constructing two more fiber to the home networks in Sandwich and Acworth, which will provide service to another 1,800 homes and businesses. In March 2022, we announced an project that will provide high-speed internet service to nearly 17,000 homes and businesses in 32 towns across Grafton County, one of the most underserved areas of the state.

The COVID-19 pandemic has brought into focus the critical need for high speed internet service throughout New Hampshire. For far too long rural communities have been disadvantaged due to the lack of high speed internet. As virtual business activity, remote learning, and telemedicine have become the norm, the limited, often unreliable, services available in these communities today do not meet the needs of NHEC members.

Electric cooperatives, like NHEC, played an essential role in bringing electricity to rural areas in the late 1930s. The same need exists now with high-speed internet access. Today, NHEC provides electric distribution service to 85,000 members, located in 118 communities across New Hampshire. Just as it brought electricity to rural New Hampshire over 80 years ago, NHEC is uniquely positioned to help bring high-speed internet to these same areas today. NHEC is committed to ensuring our members have access to this essential service.

We are committed to offering the highest quality internet service that will meet our members’ needs into the future. We are developing an all fiber-optic network, that can provide speeds in excess of 1 Gigabit symmetrical upload and download.

NH Broadband currently offers two affordable speed levels for residential customers designed to meet the needs of our customers today and into the future:

  • Up to 100 Mbps symmetrical upload/download @ $49.95/month
  • Up to 1 Gig (1000 Mbps) symmetrical upload/download @ $89.95/month

Additional information on service options, including commercial products can be found at www.NHBroadband.com.

Click here for more information about our project to bring reliable, high-speed internet to homes and businesses in the Town of Sandwich.

Click here for more information about our project to bring reliable, high-speed internet to homes and businesses in the Town of Acworth.

Member and community interest in broadband service is a key factor we are considering as we develop our plans. Enter your address and let us know that you want reliable high-speed internet. While you’re at it, tell your friends and neighbors so let us know they want service too.

Another way you can help is by submitting your current internet speed to the Federal Communications Commission (FCC). As we’ve worked to expand broadband service, we have found that the maps and data are pretty bad. One reason is because providers self-report their speeds to the FCC. You can help fix this problem! The FCC is encouraging everyone to download their Speed Test App and submit their internet speeds. Recording your speed will provide the FCC with better data, which will be used to make federal funding available.

For more information about the app and to download it yourself check out the FCC website.

Registering your address and creating an online account is the first step in the process.

When you receive a postcard that you can pre-order, you must Log into your account. 

To Login  https://service.nhbroadband.com/users/sign_in

 

There are a number of factors that we are considering when deciding the next community to serve, including:

  • Availability of state and federal grants
  • Member interest expressed through this website
  • Areas with higher density of unserved and underserved members
  • Engineering and construction considerations that achieve the fastest, most cost-effective buildout possible

We know that inability to access reliable high speed internet is an immense burden on our unserved and underserved members. NH Broadband is moving quickly to develop and finalize our plans for network expansion, but it may take several years to reach all our members who want service. Member and community interest is a key factor in our decision making, so please enter your information so we know which communities have the greatest level of interest.

NH Broadband charges a one-time $150 fee for standard installations.

NH Broadband’s standard installation fee of $150 includes the cost of running the first 500 feet of fiber-optic cable to a customer’s home, installing, and testing the router, and connecting one device. Homes and businesses that require overhead fiber-optic cable extensions beyond 500 feet are required to pay an additional $1.00 per foot to cover the cost of labor and materials, if they would like to receive service from NH Broadband. The installation technician will determine how long of a fiber extension is required based on the property’s proximity to the nearest network connection point.

If customers with underground utilities have open usable conduit, NH Broadband installers will pull the fiber through the existing conduit. NH Broadband’s standard installation fee includes pulling fiber-optic cable the first 500 feet of a conduit. Longer installations will be charged $1.00 per foot after the initial 500 feet.

If customers do not have available conduit, NH Broadband installers can trench, install, and bury new conduit on the customer’s property and pull the fiber-optic cable through. NH Broadband’s standard installation fee includes installing new conduit pulling fiber-optic cable the first 500 feet. Longer installations requiring additional conduit to be installed will be charged $2.00 per foot after the initial 500 feet.

The installation technician will determine the required length of a fiber extension based on the property’s proximity to the nearest network connection point.

The minimum requirement for all broadband fiber conduit shall be 0.75” (3/4”) inside diameter (ID) typically HDPE SDR11 or SDR13.5 Roll Pipe and or Schedule 40 PVC. 

Conduit runs should be no longer than 500 feet before a handhole/pedestal is placed as a transition point to allow for placement of the fiber cable to not exceed the pulling tension.

Long sweeping radius turns shall be used when placing the conduit underground. 

Fiber optic cable may not share the same conduit with electrical/utility services; however the broadband conduit may be placed in the same joint trench as long as 12” of separate between the broadband conduit and the electrical/utility conduit is maintained.

Fiber optic cables can share existing communications conduits, as long as the path is open and accessible. 

NHB will not use an existing conduit that is overfilled and or does not have an existing pull string in place. 

NHB will not remove existing communications lines from a customer’s conduit in order to place a new fiber.  It is the homeowner’s responsibility to remove and clear any existing pathway and provide a pull string to facilitate the placement of the new fiber in an existing conduit. NHB is not liable for damages caused by existing facilities.

No. NH Broadband does not impose data caps or throttle speeds on customers’ internet usage.

No. NH Broadband does not require customers to sign service contracts.

Not at this time, but we plan to offer phone service in the near future to all NH Broadband customers.

Yes. NH Broadband will provide customers  with a Wi-Fi router as part of their service. There is no additional charge or monthly fee for this equipment.

Yes. Customers may use their own compatible router or modem if they prefer.

NH Broadband does not sell or provide Wi-Fi extenders at this time, but customers are welcome to purchase and install their own extenders if they would like to expand their network’s range.

Yes, NH Broadband customers who are having technical difficulties can reach us 24 hours a day / 7 days a week by calling (866) 431-7617 or emailing support@nhbroadband.com.

For customer service: (866)431-1928 (Mon-Fri 8am-5pm,EST) or at info@nhbroadband.com

For technical support: (866)431.7617 (24 hours) or at support@nhbroadband.com

To set up online bill pay: https://mybroadbandbill.nhec.com

Enter your address and let us know you want high-speed internet service.

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Have a question?

Our customer service team is available Monday through Friday 8am-5pm to assist you.